Client Services Representative

at  NVA Canada

JOB SUMMARY

The Client Services Representative is an invaluable member of the hospital team who works directly with the Hospital Manager and supporting medical staff to provide exceptional customer service while maintaining a smooth and efficient flow of clients and patients through the animal hospital.

SKILLS AND BASIC QUALIFICATIONS:

• High school diploma or GED/CAEC required.
• Prior client service experience in related area preferred but not required.
• Proper telephone etiquette & client service excellence.
• Basic Veterinary medical knowledge, including products & services.
• Excellent oral & written communication skills.
• Basic computer skills (Microsoft Office, Outlook Email, Practice Management Software Experience preferred).
• Strong organizational skills with the ability to multi-task & pay attention to detail.

CLIENT SERVICES REPRESENTATIVE JOB ROLE:

Do you have a passion for animals and would like to work at a state of the art Veterinary Hospital, voted ‘Best Veterinary Services in Squamish’ for 17 years? Are you a skilled multi-tasker with excellent communication skills, seeking an opportunity to be part of a vibrant reception team supporting & promoting pet health in Squamish, BC? We are seeking an experienced Veterinary Hospital Client Services Representative (CSR), who is detail orientated and thrives in a busy working environment. You must be able to communicate flawlessly with clients, be a great team player & work with a high degree of professionalism. If you recognize yourself as having this valued skill set, this could be the perfect fit for you!
We are looking for someone who is outgoing, commited to excellence & has strong client-relation skills.
Applicants must have the neccessary qualifications & visa requirements to work within Canada. Prior reception experience would be preferrable & prior Veterinary Hospital experience would be an added bonus. The role is for a permenant part time position & applicants should be fully flexible (including late nights & Saturdays).

JOB RESPONSIBILITIES:

• Responsible for greeting clients, determining the needs of the clients and patients, and completing the check-in and check-out process. Models a professional and courteous manner with staff and clients.
• Follows established policy and procedures in scheduling clients for prompt treatment of ill and/or injured patients, as well as proper scheduling of patients in need of vaccinations, rechecks, surgeries, in-hospital procedures, and other services that require the doctors’ and technicians’ time.
• Helps with client reminders for annual health assessments, parasite checks, dentistry, senior care, etc.
• Pulls patient charts for daily scheduled appointments and collects information to make necessary updates, including the creation of new charts, when appropriate.
• Assists technician in filling prescriptions with appropriate medication and providing routine instructions to owners on the proper administration of the medication.
• Performs over-the-counter sales of merchandise such as food and special diets, shampoos, flea and tick control products, heartworm, etc. Demonstrates a technical knowledge of products and is capable of assisting clients with their product needs.
• Invoices clients, collects fees, makes change, imprints credit card forms, and obtains authorization for credit charges following the credit policies of the hospital.
• Demonstrates basic emergency procedures and can give proper information on transporting the patient to the hospital. Responsible for advising hospital staff about incoming emergencies.
• Maintains appearance and cleanliness of the waiting room and reception area, including re-stocking of products, office supplies, client educational materials, hospital brochures, cleaning of reception area etc.
• Prepares and sends welcome letters, new client information packets, referral and thank you letters, condolences, long wait notes, and other correspondence for the doctors and/or Hospital Manager.
• Demonstrates a full working knowledge of PIMS procedures and functional applications.